Director Client Services (Remote)

• New Leadership role with a global CRO
• Located anywhere in Australia
• Lead a team and be a part of the growth

Broad Purpose
Avance Clinical is a Contract Research Organisation which offers specialised services supporting drug development for the pharmaceutical and biotechnology industry.

The Director, Client Services is responsible for delivering an exceptional client experience during the critical phase from study award through to contract finalisation. This role emphasises building strong client relationships, transparent communication, and seamless collaboration between internal departments. The Director works closely with Proposal Managers, Business Development Managers, Project Finance and Project Directors/Project Managers to ensure efficient and timely contract execution.

Leading a client services team, the Director oversees the preparation of start-up agreements, work orders, legal representative agreements and change orders as appropriate, ensuring these are executed efficiently and in line with client expectations.

Core Responsibilities

Client Relationship Management:

• Build and maintain strong relationships with clients, serving as a primary co-contact alongside the Project Director and Business Development Manager, while taking the lead role in all contract negotiations during the award-to-contract phase.
• Understand client needs and expectations, ensuring they are communicated effectively to internal teams.
• Facilitate transparent and proactive communication between clients and internal stakeholders, ensuring that timelines, deliverables, and potential challenges are clearly understood and addressed.
• Engage with internal stakeholders to assess and respond to client requests, including scope, costing and contract revisions.
• 
  Contract Lifecycle Management (Award to Contract Finalisation)
• Client Transition and Onboarding (In Collaboration with Project and Business Teams)
• Service Delivery Excellence (Study Award to Contract Finalisation)
• Internal Collaboration and Leadership

Qualifications, Skills and Experience

• Ordinary degree or equivalent in an appropriate discipline and appropriate industry experience in positions that complement and enhance the requirements of this position (preferably a minimum of 10 years’ experience in the biotech/pharmaceutical/CRO industry), with at least 4 years in a leadership role.
• Proficiency in CRM and project management software.
• Ability to work on multiple tasks under pressure in a fast-paced and multi-disciplinary team environment.
• Strong understanding of clinical trial processes, contract management, and client service delivery.
• Ability to communicate effectively with clients, senior management and other stakeholders.
• Excellent written communications skills, including proof-reading and editing skills.
• Must be detail-oriented, self-motivated, with a strong work ethic.
• Excellent organisational and time management skills with the ability to set priorities, analyse problems, formulate clear and effective solutions and coordinate tasks.